Child Support Specialist II

Summary

This recruitment is for Level II.

The salary rage for level II is $1,628.80 -$2,182.40 biweekly ($20.36 -$27.28 per hour).

FLSA: Non-Exempt

DEFINITION

Under close or general supervision, performs assigned duties as child support services case management team member; establishes paternity and child support orders; locates and interviews parents and other parties concerning case; prepares legal documents; determines non-custodial parents’ ability to pay and collects ordered amounts; performs comprehensive duties as child support services case management team member; searches and locates non-custodial parents and assets; interviews parents and other parties concerning case; prepares legal documents. Positions within this classification may be assigned to work in the Regional Call Center or Case Management Division.

SUPERVISION RECEIVED AND EXERCISED

Receives close supervision (Child Support Specialist I) or general supervision (Child Support Specialist II) from assigned supervisory or management personnel. Exercises no direct supervision over staff.

CLASS CHARACTERISTICS

Child Support Specialist I: This is an entry level classification in the Child Support Specialist series; reports to Child Support Specialist Supervisor or designee. Positions at this level usually perform most of the duties required of the positions at the II-level but are not expected to function at the same skill level and usually exercise less independent discretion and judgment in matters related to work procedures and methods.

Child Support Specialist II: This is the journey level classification in the Child Support Specialist series; reports to Child Support Specialist Supervisor. Positions at this level are distinguished from the I-level by the performance of the full range of duties as assigned, working independently, and exercising judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. This class is distinguished from the Senior Child Support Specialist in that the latter performs the more complex work assigned to the series and serves in a lead capacity over Child Support Specialist I or II staff.

Positions in the Child Support Specialist class series are flexibly staffed; positions at the II-level may be filled by advancement from the I-level; progression to the II-level is dependent on (i) management affirmation that the position is performing the full range of duties assigned to the classification; (ii) satisfactory work performance; (iii) the incumbent meeting the minimum qualifications for the classification including any licenses and certifications; and (iv) management approval for progression to the II-level.

Essential Job Functions

EXAMPLES OF TYPICAL JOB FUNCTIONS

Typical functions may include any of the following tasks, knowledge, abilities, and other characteristics. The list that follows is not intended as a comprehensive list; it is intended to provide a representative summary of the major duties and responsibilities. Incumbent(s) may not be required to perform all duties listed, and may be required to perform additional, position-specific tasks.

Some duties, knowledge, skills, and abilities may be performed in a learning capacity for entry-level (I Level) positions.

When assigned to the regional call center:

• Acts as the first public contact person for callers and/or visitors which may include custodial parents, non-custodial parents, staff, attorneys, employers, agencies and others acting on behalf of families and children.

• Determines the nature of the call or visit and identifies and communicates an appropriate solution or response.

• Refers unresolved questions to appropriate staff or agencies as appropriate.

• Verifies existing case data on the automated system to ensure correct case processing.

• Explains action or non-action on the caller's case.

• Documents the caller's/visitor inquiry and response according to defined procedures.

• De-escalate interactions with upset callers to resolve the caller's concern.

• Updates information in case management system, generates documents and completes appropriate follow-up work.

• Confers with state, county, government and other private agencies regarding child support cases.

• Provides limited on the job training.

• Develops brochures, flyers and other documents using appropriate software.

• Maintains individual and team training records for required training; organizes and maintains the Training Library; copies and compiles materials for training.

• Performs related duties as assigned.

When assigned to case management:

• Enforces court orders for collection of child support and health benefits; collects child support.

• Generates and processes child support cases; establishes paternity and child support orders.

• Locates non-custodial parents; utilizes a variety of sources successfully complete search efforts.

• Interviews custodial parents, non-custodial parents, witnesses and other parties to obtain and verify information regarding the case.

• Communicates and explains child support laws and regulations; assists parties in the completion of forms; searches files and other documents for relevant information.

• Coordinates paternity process; initiates actions to adjudicate paternity; obtains orders; researches and evaluates financial status of both parties.

• Corresponds with a variety of government and private agencies regarding paternity issues; confers with Attorneys, case managers, legal secretaries and supervisors.

• Assists in coordinating outreach events; produces materials for use at outreach events and child support functions; files and photocopies outreach materials.

• Initiates legal action to adjudicate paternity; obtains orders and evaluates financial status of both parties.

• Performs case maintenance functions; organizes files; mails correspondence; reviews case information and provides status; assures integrity of data; generates and processes a variety of legal documents to include summons, complaint and other related materials; compiles and analyzes statistics.

• Performs quality control of child support cases; reviews documentation for accuracy; verifies computer data for reliability; makes corrections as required.

• Reviews case referrals; screens information for accuracy; requests required documents; verifies and validates computations; negotiates agreement between parties; refers case to legal department if unable to reach agreement.

• Obtains and analyzes relevant case information; reviews calculation of support for a fair and accurate order; produces wage and health assignments; makes adjustments to correct disbursements and charges discovered during audit.

• Confers with state, county, government and other private agencies regarding child support cases.

• Provides limited on the job training.

• Develops brochures, flyers and other documents using appropriate software.

• Maintains individual and team training records for required training; organizes and maintains the Training Library; copies and compiles materials for training.

• Conducts child support educational presentations; coordinates with community based groups, local media and others in planning, developing and presenting a variety of programs to include outreach, public awareness and educational programs.

• Adheres to the standards of the Privacy Act of 1974, {U.S.C. § 552A} as amended; maintains and enforces all aspects of confidentiality of client information.

• Performs related duties as assigned.

Minimum Qualifications

Knowledge of:

• The principles and processes for providing customer services including needs assessment, meeting quality standards for services, and customer satisfaction.

• The techniques for dealing with challenging/difficult situations with the public, over the telephone and/or in person.

• The principles and practices of case management and case flow in child support.

• The principles and practices of project management.

• City, county, state and federal statutes, rules, ordinances, codes and regulations.

• County and department policies and procedures.

• The principles and practices of file and records management.

• The principles and practices of bookkeeping and accounting.

• The legislative process.

• Court process and legal terminology.

Ability To:

• Listen and understand information and ideas presented by callers and/or visitors.

• Deal tactfully and effectively with callers and visitors under circumstances that may be difficult or challenging.

• Operate a multi-line telephone system.

• Operate in a multi-task environment.

• Communicate effectively orally and in writing.

• Interact with people of different social, economic and ethnic backgrounds.

• Read, understand, interpret and apply relevant city, county, state and federal statutes, rules, ordinances, codes and regulations.

• Assess and prioritize multiple tasks, projects and demands.

• Work within deadlines to complete projects and assignments.

• Assess, analyze, identify and recommend solutions to problems.

• Establish and maintain effective working relations with co-workers, other county employees and representatives from other city, county, state and/or federal agencies.

• Operate a personal computer utilizing a variety of standard software.

Education and Experience:

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Equivalent to completion of the twelfth (12th) grade; and

Child Support Specialist I: One (1) year full-time clerical or customer service experience.

Child Support Specialist II: Two (2) years full-time clerical experience in a social services or legal agency or two (2) years interviewing clients or assessing ability to pay in the collections of debt; or one (1) year experience as a Child Support Specialist I in the Butte County Department of Child Support Services.

Certifications and Licenses:

• Must possess a valid US driver’s license upon date of application. Must obtain California driver’s license following hire date per California DMV regulations.

Environmental Factors and Conditions/Physical Requirements

PHYSICAL DEMANDS

• Work is performed in an office environment, and involves potential for exposure to uncooperative and irate clients.
• May be required to lift and carry items weighing up to 30 pounds.

WORKING CONDITIONS

• Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

EQUIPMENT AND TOOLS UTILIZED

• Standard equipment includes motor vehicle, personal computer and standard office equipment.

Disaster Service Worker

All Butte County employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker related training as assigned, and to return to work as ordered in the event of an emergency.